Business Models Innovation through New Customer Roles: A Design-Driven Case Study


Business models as relational devices governing transactions with the customers and stakeholders identify new rules of customer engagement and their impact on business model innovations in design-intensive industries. These industries, framed as the locus of "cultural innovation", see the customer as a product 'sense giver'. In this setting, new customer roles are explored through a case study based on a fast-growing company operating in the furniture sector. The case study highlights three main customer roles that impact business models: (i) the customer as a market bridge; (ii) the customer context as a company "showroom,"; (iii) the customer as an external company design lab.


Product Design; Business Models Innovation; Customer Engagement; Design-Intensive Industries; Global Strategy

Full Text:






  • There are currently no refbacks.


UNIVERSITY OF MILAN-BICOCCA Piazza dell'Ateneo Nuovo 1, 20126 Milan, Italy Tel. +390264486301; Fax. +390264486303 - email:

  Statistiche Piwik

 Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.